Implementation Manager

Multitude Insights

Implementation Lead to own onboarding and activation experience for agency partners at Multitude Insights. Managing customer implementations and driving adoption through hands-on collaboration.

Posted 5/21/2026full-timeRemote • California, New York, Oregon, Washington • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead End-to-End Implementations
Own the onboarding and implementation process from kickoff through go-live and stabilization.
Manage project timelines, milestones, stakeholder communication, and execution across internal and external teams.
Coordinate and drive implementation workstreams while also handling portions of the work directly.
Configure customer environments using internal tools and workflows developed by Engineering.
Ensure implementations stay on track, within scope, and deliver a strong customer experience.
Drive Customer Adoption & Change Management
Conduct current state workflow assessments and technical scoping conversations to understand how agencies operate and where BLTN fits.
Document current state workflows and develop future state workflow maps that define how agencies will use BLTN in practice.
Guide customers through change management and adoption challenges.
Collaborate with Customer Success Managers to deliver onboarding sessions, training, and enablement for end users and administrators, with shared accountability for equipping agencies to use BLTN independently
Act as a trusted partner to agency leadership, operators, and IT stakeholders throughout implementation.
Build the Implementation Function
Create scalable implementation playbooks, templates, processes, and best practices.
Capture lessons learned and continuously improve how Multitude deploys customers.
Help define the systems and operational infrastructure needed to scale implementations over time.
Track implementation outcomes and identify ways to improve onboarding speed, adoption, and customer satisfaction.
Collaborate Cross-Functionally
Partner closely with Product, Engineering, and Customer Success to ensure successful customer launches.
Translate customer needs and implementation feedback into actionable internal requests.
Identify implementation risks early and help drive resolution across teams.
Provide frontline customer insight that informs product and operational improvements.

Requirements

What you’ll need

6+ years of experience in implementation, onboarding, customer operations, project management, or customer success within SaaS, gov-tech, or a similar environment.
Experience managing complex customer implementations with multiple stakeholders.
Demonstrated ability to manage multiple concurrent implementations or projects simultaneously without sacrificing quality or customer experience
Strong project management and organizational skills, with the ability to drive execution independently.
Comfortable being hands-on — not just tracking work, but actively contributing to implementation and configuration tasks.
Experience leading customer onboarding, training, or change management initiatives.
Excellent communication skills and ability to build trust with customers.
Builder mindset with comfort operating in ambiguity and creating structure from scratch.
Ability to balance speed, organization, and customer experience in a fast-moving environment.
Experience in gov-tech, public sector technology, or law enforcement-adjacent environments is highly preferred.
Experience working in startup or early-stage environments is a plus.
Comfortable working in a fully remote environment.

Benefits

Comp & perks

Flexible working arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

implementationonboardingproject managementcustomer operationschange managementworkflow assessmentconfigurationcustomer trainingprocess improvementSaaS

Soft Skills

communicationorganizational skillstrust buildingexecutionbuilder mindsetadaptabilitycustomer experience focuscollaborationproblem-solvingindependence